Buying online

I want to buy a car online but have some queries?
You can talk to a member of our RRG Direct Team on 0161 742 2488 or email us at rrgdirect@rrg-group.com, or talk to one of our live chat operators.

Can I reserve a vehicle online?
If you choose to reserve a car by paying a reservation fee, you will be asked to enter your personal details, address and payment card information. When you click on “submit payment”, the amount of the reservation fee will be debited from your payment card immediately.

After paying a reservation fee, you will receive an email from us that acknowledges receipt. Please note that this does not mean that your reservation has been accepted. All reservations are subject to acceptance by us, as we need to check that the car has not already been sold or reserved by someone else. We will confirm our acceptance of your reservation by sending you a confirmation email (the "Reservation Confirmation").

Your vehicle will be reserved for 72 hours. We will be in contact with you to discuss the next steps required to complete your purchase.

If you decide not to purchase the vehicle, you can request a refund of the reservation fee at any time by contacting our RRG Direct Team on 0161 742 2488 or via email rrgdirect@rrg-group.com. You will be asked to provide written confirmation of your request for our records. Your payment will be refunded in full, usually within 5-10 days.

How long will my car be reserved for me?
After making your online purchase, we ask that you arrange collection/ delivery within 48 hours. Please contact a member of our RRG Direct Team on 0161 742 2488 or email us rrgdirect@rrg-group.com

We will endeavour to contact you on the phone number and email address you provided within 2 hours of purchase.

Are your prices online the same as instore?
Yes, our advertised prices online are the same as instore.

I have some questions regarding financing my car purchase who should I speak to?
We would be happy to talk to you regarding any questions you have about financing your car purchase. One of our RRG Direct advisors can be contacted by calling 0161 742 2488 or via email rrgdirect@rrg-group.com.

How do I get my current finance settlement?
We can help you with this. A member of our RRG Direct Team can be contacted by calling 0161 742 2488 or via email rrgdirect@rrg-group.com. We will be able to obtain your settlement figure.

Can I pay cash for my vehicle?
If you decide to place an order and pay in full, you will be asked to enter your personal details, address and payment card information. When you click on “Submit Payment”, the full purchase price will be debited from your payment card immediately.

After placing an order, you will receive an email from us that acknowledges our receipt of your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy the vehicle. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms all of the relevant details of your order (the "Order Confirmation"). The contract between you and us will only be formed when we send you the Order Confirmation. We will inform you of the next steps required to proceed to handover after the Order Confirmation, including arrangements regarding any part-exchange vehicle.

Can I use dealer finance to pay for my vehicle?
Yes, please refer to the FAQ section entitled, ‘Buying my Car on Finance’.

Are there any costs on top of the advertised price?
There will a delivery charge, should you choose you want don’t want to collect your vehicle. These are clearly listed before making your purchase and will be added to the total cost.

I have a personalised number plate, can you transfer it for me?
Yes, there is a charge.

Who is my finance agreement with?
Our primary lender for all RRG Direct finance agreements is Black Horse Limited. If you are declined with Black Horse, you will be notified and given the opportunity to fund your vehicle using one of our alternative partners.

How long does my finance application take to process?
Your finance application is processed instantly upon you applying for your car finance. Usually the decision process is made in seconds. We will let you know if your application is successful via the online platform and also by email. If your finance application is unsuccessful, one of our RRG Direct Team will contact you to discuss further options.

In some circumstances our chosen lender partner may ask you to complete additional customer checks prior to agreeing your finance agreement. This could include (but not be limited to), identity checks, confirmation of personal details such as date of birth or address, and evidence of affordability. In this instance, we will make you aware of any evidential documentation that is required. You will be asked to meet these requirements and then we will be able to proceed with your finance application.

Am I eligible for credit?
Whether or not you are eligible for car finance will depend on several factors including (but not limited to) your age, employment status, financial situation, and affordability. After submitting your proposal to our primary finance partner, Black Horse, we will be notified if they require further information to support your application. If they decline your application, we will offer you an opportunity to fund your vehicle with an alternative lender.

You must be over 18 to apply for finance, and acceptance is subject to status. In some circumstances a guarantee may be needed.

What are the different types of car finance?
When purchasing your vehicle on finance, you will have the opportunity to fund it using one of two products; PCP (personal contract purchase) and HP (hire purchase). The difference between the two products is as follows:

Hire Purchase

Hire Purchase is a little like a mortgage on a house where you pay an initial deposit and then pay the balance over an agreed period of time in equal monthly payments. Typically, agreements can run from 1 to 5 years. The vehicle remains the property of the finance company until you make the last payment. If you settle early, you will be offered a rebate of some of the interest. However, you may find, with a small initial deposit, if you settle very early, the amount owing may be more than the vehicle is worth.

Hire Purchase may suit buyers who plan to keep their vehicles for a longer period of time, perhaps longer than the agreement term, who have a large deposit or want a simple agreement with no commitment at the end of the term.

Personal Contract Purchase

Like Hire Purchase, an initial deposit is paid with monthly payments over an agreed period of time. However, the final payment at the end of the agreement is significantly larger than under a normal Hire Purchase agreement, usually several thousand pounds. This is often called a Guaranteed Manufacturers Future Value (GMFV) or Balloon Payment. This makes the payments in-between the initial deposit and the large final payment much smaller than with Hire Purchase and the agreements are shorter.

You must pay this large final payment, the GMFV, at the end of the agreement. However, the finance company will guarantee that your vehicle will be worth at least this value as long as it is in a suitable condition and covered less than an agreed mileage limit. This gives you three options:

You can hand the vehicle back to the finance company to make the final payment.

You can pay the large final payment and keep the vehicle.

Usually, your vehicle should be worth more than the final payment. So you can part exchange the vehicle, and use the extra that it is worth, after paying off the large final payment, for a new vehicle.

Personal Contract Purchase may suit buyers that want a new or nearly new vehicle and fully intend to change it at the end, or before the end, of the agreement or want a more expensive vehicle than may be available to them using other forms of finance. The disadvantage could be that customers feel forced into changing their vehicle every 2 or 3 years to avoid paying the large final payment.

Will a hard search be registered against my credit file?
Yes, by applying for finance online our finance company will perform a hard credit search against your name and details to ascertain whether they can lend you the amount required to purchase your car. If you're worried about getting car finance, you can take advantage of our free motor credit check. Our soft credit search will provide you with an instant credit valuation so you can see how likely you are to be accepted for credit without affecting your credit score, so you have peace of mind when applying for finance through RRG Direct.

What if I am declined finance?
If you are declined finance with our primary lender, we will offer you an alternative. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. We are only able to offer finance products from these providers.

What if I have a bad credit history?
We work with a chosen panel of flexible lenders which enable us to fund customers with varying credit situations. In most cases we are able to find a suitable lender for our individual customer’s personal circumstances. If you are declined with any of our lenders, you will be notified and asked if you would like us to propose you to an alternative.

I would like to amend or cancel my order
Our terms and conditions around amending or cancelling your order can be found here. We would however like to try and help you before you cancel your order, so please contact one of our RRG Direct Team on 0161 742 2488 or via email rrgdirect@rrg-direct.com to discuss this further.

If you would like to amend your order you can speak to a member of our RRG Direct Team and they will happily try to accommodate any amendments to your order.

What can I do if I don’t like the car and have changed my mind?
If you change your mind about an order for a vehicle that you have placed online, you can cancel your order at any time before delivery. Please notify us of your decision by sending a clear written statement of your intent to rrgdirect@rrg-group.com. Our RRG Direct Team will then liaise with you and process your cancellation with the relevant RRG centre.

You may also cancel your order up to 14 days after delivery. However, please note the following important information:

• -You must return the vehicle to us at your own expense, or alternatively you can opt to pay us to collect the vehicle from you.
• -Although you are entitled to test drive the vehicle on delivery, if the vehicle loses any value as a result of handling by you which is not necessary to establish the nature, characteristics and functioning of the vehicle (for example, if you damage it or run up excessive mileage), we will be entitled to deduct the reduction in value from any reimbursement.
• -If you have part-exchanged your old vehicle, we will repay to you the value we assigned to the vehicle as part of your purchase, less any payments we have had to make to clear any outstanding finance.
• -If you originally chose to have the vehicle delivered to you, rather than to collect it from us, we will not reimburse any delivery costs.

If you wish to cancel after delivery, please notify us of your decision by sending a clear statement of your intent to rrgdirect@rrg-group.com. Our RRG Direct Team will then liaise with you and process your cancellation with the relevant RRG centre. We will reimburse all payments due (subject to any relevant deductions as noted above) within 14 days of the vehicle being returned, using the same means of payment as you used for the initial transaction (unless we agree otherwise between us).

If you have funded the vehicle via a finance agreement with one of our chosen finance partners, we will liaise with our partner to unwind your finance agreement should you wish to cancel your purchase and finance contract. We must receive notification of your desire to cancel your purchase and your finance agreement within 14 days of finance activation. Please note that you will be liable for any cancellation charges incurred as a result of unwinding the agreement.

Can I cancel my car finance but still purchase the vehicle using an alternative method?
The ‘cooling off’ period of 14 days (officially known as your Right to Withdraw) does give you the option to cancel the finance agreement without affecting the purchase of your vehicle. Exercising your right to withdraw enable you to keep the vehicle and fund the purchase using an alternative financing method. The balance (as confirmed by the lender) will need to be paid within 30 days of withdrawing from the agreement.

Please refer to the section regarding your right to withdraw on your finance documentation. It will give you instructions on how to withdraw from the agreement. This would include any fees if they are applicable.

Can I use my part exchange as my deposit for my car purchase?
Yes, you can use your part exchange as all or part of your deposit towards your car purchase. However, if there is outstanding finance on your part exchange this will have to be settled by us as part of the transaction. Any amount left after settlement of your finance can be used towards your deposit.

How can I find out what my vehicle is worth?
Entering your vehicle details into RRG Direct will enable you to obtain a part-exchange value.  You will need to answer questions around the condition of your vehicle.  This will enable us to provide you with the most accurate market value.    

What happens if my part exchange is worth more than the car I want to purchase
If your car is valued more than the car you would like to purchase and there is no outstanding finance on it, we will happily give you back the difference. This would be paid to you after taking delivery of your new vehicle.

What happens if my part exchange is worth more than the maximum deposit allowed on Personal Contract Purchase?
You will be entitled to cashback on your purchase. We will happily give you the remainder of the value of the part exchange not used in the deposit, this will be arranged when the RRG Direct team contact you after your purchase.

Is the valuation you give me for my part exchange guaranteed?
Yes, assuming you have described your part exchange accurately, answered all the questions correctly and read our terms and conditions (link) regarding part exchange your value will be guaranteed.

Can I remove my part exchange from my order at any time?
Yes, you can remove your part exchange from your order at any time prior to your vehicle handover. You will though have to allow for any adjustment in your quotation if your part exchange was being used towards your deposit.

Can I part exchange two vehicles as part of my order?
Yes, if both the vehicles are owned by you, or you have the permission of the owner to use the vehicle as part of your order. Our RRG Direct Team will be able to help you in this, please contact them on 0161 742 2488 or via email rrgdirect@rrg-direct.com.

What items do I need to provide with my part-exchange?
You will need to hand over your part exchange vehicle on delivery or collection of your new car.  At the same time, you must give us the logbook (V5 registration certificate), service history, MOT certificate (if applicable) and all sets of keys. You will be notified prior to part-exchanging your vehicle if we require anything in addition to the aforementioned items.

Can I amend my delivery and collection day after I have placed my order?
Yes, you can amend your delivery and collection day by simply speaking to calling our RRG Direct Team on 0161 742 2488 or via email rrgdirect@rrg-group.com.

Can you deliver if I don’t live locally to a dealership?

Yes, we can deliver to you.During the online order process, you will be asked to choose how you would like to receive your vehicle.You will be given the following options:

• collection from the dealership where the car is currently located;
• collection from another dealership within the group; or
• delivery to your home address (which must be the same as the billing address for the card used to pay for the car, or the address on your finance agreements, as applicable).

When purchasing the vehicle, you will see a few options and the corresponding charges.

Collect from your local dealership - £FREE

Home delivery to England & Wales - £180

Home delivery to Scotland - £280

Any delivery charge must be paid for upfront prior to delivery. You will be contacted once the delivery date is confirmed by our RRG DIRECT team who will organise taking this payment via debit or credit card.

What warranty will I get?

You will get a 6-month warranty free of charge, or the remainder of the manufacturer warranty (whichever is longer).

How secure is your online deposit process?
We use a secured verified payment provider which utilises encrypted software protecting your card payment details. We do not store any of your card details.​

What happens if I have an issue with the car after delivery?
If you have an issue with the car after delivery, please contact our RRG Direct Team on 0161 742 2488 or via email rrgdirect@rrg-group.com and we will endeavour offer any assistance we can to resolve your issue.

How do I make a complaint?
We pride ourselves on providing excellent customer service. However, we accept that there are times when we get it wrong and that you need to bring these issues to our attention. We will try to resolve any issues that are raised quickly.

You can also submit your concerns via our online form which can be found at https://www.rrg-group.com/about-us/customer-care-enquiry.

Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation we have provided, we would recommend you contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008* (option 1). Their decision will be legally binding on both The RRG Group and you, as the consumer.

You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk.Alternatively, you can use the EU’s online dispute resolution platform to make a complaint and have it resolved by an independent dispute resolution body.Please click on this link for further information:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage